Dispute Resolution Officer
Core
Receive, assess, and resolve high-volume complaints and disputes between energy and water consumers and service providers, progressing to conciliation and investigation of complex matters.
Role type
Dispute Resolution Officer (Case Management & Conciliation)
Builds
Fair, evidence-based resolution outcomes for energy and water consumers
Domain
Energy & Water Utilities / Consumer Advocacy
Deliverable
client delivery
Required skills
complaint handling, case management, written and verbal communication, analytical problem-solving, stakeholder liaison, record keeping, impartial judgement
Preferred skills
dispute resolution, investigations, negotiation, energy or water sector experience, tertiary qualifications
Responsibilities
Intake and assessment of high-volume enquiries, liaising with customers and scheme members, preparing written correspondence, facilitating early resolution outcomes, managing escalated complaints
Seniority
Mid-level, hands-on IC